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Trek BicycleKEY ACCOUNTABILITIES Be the first contact for internal and external customers (including consumers) Answer all incoming phone calls, (e)-mailings, claims and CRM cases from internal and external customers within 1 day; positive, professional & solution oriented (including consumer contact) Proactively inform your manager and if necessary other colleagues of repeating issues/questions Answer dealer questions yourself (>80%) or by addressing the right person In accordance with your CS manager - Communication of non-warranty claims assessed by yourself or the TS Center - The possible alternatives that can be offered to non-warranty claims (crash replacement program, options for repainting or repairing frames, new product with discount or on sales budget) Assist with trainings of CS reps and/or dealer training seminars sales and tech oriented Build and maintain relationships with your internal and external customers Work closely with your manager and the Country Manager to meet the needs of each country’s market Contact dealers proactively to follow up on issues and questions (even when there is still no solution); Join TM once per year for 2 days on dealer visits Plan regular conference calls with the Territory Managers - Assess weekly visit schedule of TM - Plan follow up activities according to this schedule - Discuss sales goals and strategy per time period (week, month, quarter, year) Contact the TM daily for a short update and follow up on his/her requests Contact dealers proactive to provide a wide range of information and to sell our products (& ask for orders) Active participation in bi-weekly CS meetings, special programs, internal sales contests and friendly competition between country groups Attendance at all scheduled quarterly teambuilding sessions and sales meetings Assist with the preparation for, and if applicable attend: Trade & Dealer shows, Product introductions and other dealer/consumer events Provide administrative support Process orders, credit orders, return orders and claims Run basic reports and queries Release back orders Assist with translation/development of service bulletins and other product information, distributed through e-mail, dealer mailings, Dexter website, top tech service lists, etc. Answer overflow calls of other Customer Service Representatives Send out information sheets, stock lists, mailings and product offers to dealers and to TM’s and follow up on these Create Problem reports - Contact person for carrier and dealers for carrier related issues (e.g. refusal of shipment, pick up of shipment) - Convince dealers to keep the shipment (by e.g. longer pay period, discount etc) Remain up to date with product and market information Build ‘relationships’ with suppliers/competitors during various (dealer/consumer) events to retrieve market/competitor/supplier information Read available product and market magazines Actively participate in and follow up on training courses provided to you by Trek Back up Be a backup for other Customer Service Representatives during their absence Continuous Improvement Be active in continuous improvement and 5S projects KEY ATTRIBUTES COMPETENCES Sales driven Problem solving Empathetic Flexible Service orientated SKILLS Effective verbal and written communication Competent IT skills (MS Office) Strong analytical EXPERIENCE & QUALIFICATIONS REQUIRED MBO+ level Minimum 3-year customer service experience B2B/B2C Fluent in Dutch and English
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